Internet Banking FAQS

If you run into any trouble using Internet Banking, check out these handy FAQs.

Registering for Access to Internet Banking

Q: After submitting my application to use Internet Banking, how long will it take before I can use Internet Banking?
A: Usually within 48 hours you will receive an email from us confirming your application. If you apply at one of our branches your temporary password will be provided immediately. Then log in to Internet Banking, and key in your member number and temporary password.

Passwords

Q: What if I forget my password?
A: Notify us if your password is not working or you have forgotten it. We will issue you with a new password on receipt of a completed and signed "Change of Access Code" Form.

Q: How many times can I attempt to log in with my password?
A: Internet Banking will allow three login attempts before blocking access to your accounts. Contact your branch or call us on (02) 4941 3888 during business hours for information about getting your password reset, or follow the instructions in "What if I forget my password?".

Q: Sometimes the system rejects what I have chosen as my new password. Why is that?
A: There are some rules for passwords: passwords should be 4-6 digits long.

Logging In

Q: Why is the Internet Banking login screen not appearing?
A: You may have a pop-up blocker on your browser. To allow the window to appear try the following methods:

If using Microsoft Internet Explorer:

Open Internet Explorer.

Go to Tools Menu.

Go to Pop-up Blocker > Pop-up blocker settings.

Type in https:// in the "Address of website to allow:" box and click "Add" button.

Click "Close" button.

If using Mozilla Firefox:

Open Firefox.

Go to Tools Menu.

Go to Options.

Go to Web Features.

Click top "Allowed Sites" button.

Type in https:// in the "Address of website:" box and click "Allow" button.

Click "OK" button, then click "OK" button again.

Q: Why is my member number and password not being accepted?
A:The most likely reason is that you have typed your member number or password incorrectly. You must type your password exactly as you did when you changed it. Check your Num Lock Key. For more information about passwords please refer to the Question "Sometimes the system rejects what I have chosen as my new password. Why is that?".

Another reason could be that your browser's Internet Options or Preferences settings do not allow acceptance of cookies.

Q: When I enter my member number and password and click the Sign On button, the box is clear. Why is this?
A: There may not be a problem. When you enter your details the screen clears momentarily for privacy and security reasons. The Internet banking system should appear within 10 seconds. Alternatively, if the screen seems to freeze then your browser might not have the high level of security encryption required to access online banking.

Transacting (including statements)

Q: How do I see my transaction history?
A: A transaction list of the last 20 transactions can be viewed for each open account by clicking the Select button next to the required account.

Q: How far back can I print off my account transactions? A: To view a full transaction history, select Statements from within Internet Banking.

BPAY

Q: If I load a future BPAY payment, how many times will it try to debit my payment?
A: Internet Banking will attempt to debit the money five times. If sufficient funds are not available after the fifth attempt, the payment will not be made.

Q:What is the cut-off time for BPAY payments I want to be made today?
A: Payments made before 4.00pm (Eastern Standard Time) on a business day will be forwarded on the same day. Payments made after this time will be forwarded on the next working day.

Q: Why do I receive a message saying my Customer Reference Number is invalid?
A: Please check your bill to ensure you have entered the number correctly. Ensure you have not entered any spaces between the numbers. If you still receive the message, please contact the payee and check the details.

Q: Why do I receive a message saying my biller number is invalid?
A: BPAY payments can only be used to pay bills bearing the BPAY logo. Please check your bill to ensure the logo appears. Also, please check your bill to ensure you have entered the biller number correctly.

Q: How can I check that a BPAY payment has been made?
A: You can check that it has been processed from your account by viewing transaction details on your account. Details of your BPAY payments will appear along with any other transactions you have made.

Q: Why hasn't my BPAY payment gone through?
A: This can happen if you did not click the 'Confirm' button on the BPAY - Confirmation screen. Cleared funds must be available in your nominated account for the payment to be made. If you have scheduled a payment to be made in the future, you must ensure that there are sufficient funds in your account to cover the payment on the day before the payment is due.

Q: What happens if I make a mistake with a future dated payment or want to cancel it?
A:

Click on the Future Payments button. All future dated payments are listed. You now have the option to view, modify or cancel a future dated payment.

Click the Modify button to view or modify details of a future dated payment.

Click the Delete button to delete, and therefore cancel a future dated payment.

After you have deleted or modified the payment, click the Confirm button.

Q: If I cancel my Internet Banking access, will this cancel my BPAY payments?
A: No. If you no longer wish to make future-dated BPAY payments, you need to cancel any loaded payments before requesting cancellation of your online banking access.

Miscellaneous

Q: Can I gain access to Internet Banking from overseas?
A: Yes. As long as you have Internet access and remember your member login and password, you can access all Internet Banking functions from anywhere in the world. Please ensure that you maintain strict control over your password details. In addition, ensure that the PC you are using has the latest virus protection and is secure.

Q: How long can I leave the Internet Banking site open on my PC?
A: Internet Banking will time out after 15 minutes of inactivity. We recommend that you never leave your Internet banking site open if you leave the computer you are working on. Log out of Internet Banking and re-enter at a later time if required.

Browser Requirements

All major browsers (Internet Explorer, Mozilla Firefox, Google Chrome, Safari) can be used to access the internet banking service. Ensure the latest browser version is installed to maintain the highest level of security encryption.

Use your browser's Help function if you are unsure of your browser's current version number and/or to check for available browser updates.

Q: What browser settings must I use to permit access to the Internet banking system?
A: Although it is not possible for us to define the particular settings for all types and versions of internet browsers, we suggest that the browser you use should:

enable acceptance of cookies

enable Javascript and SSL3 security

These are normally included as your browser's default settings and can be checked by selecting Tools, Internet Options.

We recommend that you disable any settings your browser may have for automatic completion of names and passwords. Never accept any offer from your browser to save or remember your password.

Q: What is my browser cache?
A: This is where the browser stores pages it has received over the Internet. It does this so that it can speed up your internet sessions by only downloading files that have changed.

Q: How do I clear my browser's cache?
A: We suggest you consult your browser's Help function for directions on how to clear your browers cache.

Q: What are cookies? A: Cookies are small data packets that can be stored on your computer by an application you are interacting with over the Internet.

To use our application your browser must be instructed to accept cookies. Your browser may be set to do this already, in which case you may be unaware that cookies are being exchanged between our computers. If not, you will probably receive messages from your browser asking whether you want to accept cookies.

Consult your browser's Help facility to find out how to change your browser's settings to accept cookies. At the end of your session our application always removes any cookies we have placed on your PC. Be assured we do not use cookies for any purpose other than to monitor the status and integrity of your current session.

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Any advice on this site does not take into account your personal objectives, financial situation or needs. Please consider whether it is appropriate for you and read any relevant product terms and conditions or Product Disclosure Statements and our Financial Services Guide before acquiring any product. Credit products are subject to lending approval and terms and conditions are provided with loan offers. Conditions, fees and charges may apply.